The Client Relationship Manager (CRM) reports directly to the Claims Team Leader. The daily responsibilities include managing the assigned client portfolio and ensuring that client satisfaction and retention are important priorities. A primary focus is to maintain a positive client relationship with continued communication and correspondence via email, telephone, and in-person visits. The CRM will have a full overview of accounts and provide regularly scheduled reports.

The Client Relationship Manager will:

• Prioritize client interaction and visitation by value segment
• Return all client calls within 24 hours
• Manage the assigned client portfolio, ensuring that client satisfaction and retention are top priorities
• Maintain records of client interactions such as recording details of discussions, comments, meetings, requests and other relevant information by ensuring accuracy and inclusiveness
• Handle day-to-day client services functions for the assigned client portfolio
• Address client complaints, and remedy the situation by finding an appropriate resolution
• Conduct new client setups, by meeting with managers and unions as required, and presenting orientations to employees
• Develop and maintain positive client relationships with continued communication and correspondence via email, telephone, and/or site visits
• Actively seek growth opportunity within the assigned client portfolio and execute sales
• Solicit client testimonials
• Prepare, arrange and present detailed and accurate reports for clients
• Update, organize and gather data from internal Claim Management System as well as various provincial board sites
• Carry out daily client care tasks which include regularly scheduled projects and ad-hoc requests
• Setting up new client accounts within TeksMed systems and develop the necessary documents and materials for process implementation
• Coordinate client meetings and report schedules
• Correspond with the various compensation boards
• Upon notice of client cancellation follow close out procedures and return client files
• Any other administrative duties that may be required from time to time

To be successful as a Client Relationship Manager with TeksMed, you will need:

Operational Knowledge:

• Knowledge of how to promote and explain service-related/intangible products
• Understanding of TeksMed products and services
• Understand the benefits that TeksMed Services offer in relevance to the internal policies and procedures of WSIB/WCB and claims management
• Exercise basic math logic and reasoning to assist in negotiation
• Comfortable making cold calls to prospective clients
• Recognize the processes for providing quality client care services
• Background knowledge of client care and WCB systems in all provinces
• Familiarity with computers and various software packages including Microsoft Office applications and CRM programs

Skills/Abilities:

• High attention to detail when dealing with data and trends
• Excellent verbal and written communication skills and superior listening skills
• Able to work independently by being self-driven
• Able to collaborate with co-workers to encourage and enhance a dynamic team environment
• Ability to source, interpret and present data in a comprehensive way
• Initiative to proactively address issues and concerns
• Ability to organize and prioritize multiple tasks
• Strong time management and organizational skills
• Demonstrated computer software skills and strong knowledge of Microsoft Office suite
• Comfortable presenting and speaking to large groups
• Established analytical and problem-solving skills in order to identify optimal solutions
• Confidence in making decisions
• Ability to work under pressure
• Demonstrated ability to communicate actively with clients and third-party providers

What’s in it for you:

• Learn by working alongside our experts
• Extended health care and dental benefits
• A retirement savings plan with company contributions
• A suite of Health & Wellness offerings
• Mental Health programs and support for you and your family
• Assistance for the completion of industry designations
• Competitive compensation

TeksMed is Canada’s leading disability management and occupational injury claims management firm. We help employers reduce costs and improve outcomes by proactively managing employee absences, workers’ compensation claims, and return-to-work processes.

Providing an inclusive, accessible environment, where all employees and clients feel valued, respected and supported is something we’re committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. If you require an accommodation or an alternative format of any posting please reach out to careers@peoplecorporation.com.

The base salary range for this position is $45,000 – 50,000 per annum. Details of the total compensation package will be shared during the interview process.